Property manager, Harcourts

Carol Benny says having a good grasp of property law is important when dealing with tenants and landlords. Jeff Brass / Getty Images

Carol Benny
Age: 48
Role: Property manager for Harcourts Pukekohe
Working hours: 40-50 hours per week
Average pay: $48,000 to $60,000 a year, depending on area. Most companies offer a bonus scheme of some kind.
Qualifications and institution: The Open Polytechnic of New Zealand Real Estate Salesperson Course and the National Certificate of Real Estate.
Career prospects: Property management national coordinator for a major real estate company. I was recently appointed to this role.

Describe what you do.

We rent and manage properties on behalf of owners, carry out inspections, organise maintenance, interview tenants and show properties. We also do rental appraisals, follow up on rent arrears, and attend tenancy tribunals. The job also involves prospecting for new properties and tenants.

What kind of clients do you have?

Varied and numerous. Some young people want something cheap so they can save for their own home, other young people want the lifestyle of a nice apartment but can't afford to own one, so rent. Other clients are retired and they want to live in a nice place without the worry of maintenance.

Why did you choose this line of work?

I started working part time for my mother eight years ago after being at home with my children. My mother then became ill so I took over and went full time.

Previously I worked in various office administration roles. I really love the work and the challenges and I really like to be involved with people. There is a great deal of satisfaction in finding and placing tenants and developing a good relationship between the tenant and the landlord and between them and me.

Best part of the job?

You never know what is going to come up. After eight years in this job I have never had the same day twice. There is routine but there is a lot of variety as well.

Most challenging part?

At times it is a tough job. Going to court and getting people evicted is horrible and I try and avoid reaching that point if at all possible, but it does happen. A common issue is a tenant getting behind or not paying rent. If this happens we have to go to the Tenancy Tribunal to get an order to ensure the rent is paid.

Another issue is damage to property - for example, a tenant accidentally damaging a new bench. We go to the tribunal because we want an independent decision so everyone feels they've been treated fairly.

How would you define success in this job?

Developing a good reputation with tenants and landlords and developing a good reputation within the industry. I'm the chairperson of the Auckland branch of the REINZ property management group and I sit on the national committee. I'm also now the New Zealand Harcourts' property management coordinator, which is a new position.

What sort of training or experience do you need to do the job?

You have to complete the Real Estate Salesperson course. You should also have interest and experience in the housing industry as well as basic clerical and computer skills. I think it is also an advantage to have rented and/or been a landlord. Harcourts has their own training academy which provides ongoing professional upskilling to property managers.

Training is important. You get into difficult situations where you have to be very firm. Some tenants and landlords think they know what they are entitled to but they don't have it quite right. So as a property manager you have to know the law, the tenant's rights and the landlord's rights.

What skills or qualities do you need?

People skills, the ability to problem solve and to be diplomatic. You also need to be logical, patient, well organised, methodical, flexible and decisive. You have to be really firm with people at times.

Advice to someone wanting to do similar?

Get to know the local rental property market. Follow rentals in the newspaper, ask people about property, build up your knowledge.

You have to have your salesperson course but don't just stop there. I believe it is a good idea to continue training. At the very least you should do the property management modules of the national certificate in real estate.

Career hopes for the future?

I wish to further my position as national coordinator and finish off my studies which will open up more options. You need the National Diploma to gain licensee status.